The Research of Service Climate ﹐Psychological Capital and Service-Oriented Organizational Citizenship Behavior-A Case of The first line of the Taipei City District Office staff

• Main Authors: Kuo-Ching Liu, 劉國慶
• Other Authors: Kuan-Chiu Tseng
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/f448wf

碩士 === 淡江大學 === 公共行政學系公共政策碩士在職專班 === 103 === This study was designed to investigate the "organization service climate", "psychological capital" and "service-oriented organizational citizenship behavior" correlation between the three, and each district office in Taipei first line service personnel for the study, collected literature review and survey methods, issued a total of 328 questionnaires, 309 valid questionnaires recovered several parts. According to the information available to factor analysis, reliability analysis, statistical description method, t test, one-way analysis of variance, person productmoment correlation coefficient and regression analysis to verify the influence of the relationship between variables so as to analyze the impact of service-oriented organization The key factor in citizenship behavior. Chinese version of the questionnaire data using SPSS12.0 statistical analysis software for statistical analysis, and finally make recommendations based on the findings. The main results are found as follows: 一、The organizational climate will positively affect the service service-oriented organizational citizenship behavior. 二、The psychological capital will positively affect the service-oriented organizational citizenship behavior. 三、The organizational service climate will positively affect the mental capital. Based study found that organizations should pay attention to improving organizational service climate, and improve the psychological capital frontline service staff, and then motivate frontline service personnel service-oriented organizational citizenship behavior of the show, to improve organizational performance and sustain competitive advantage.